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    service lead - Kansas City, United States - Reply

    Reply
    Reply Kansas City, United States

    1 week ago

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    Description


    Valorem Reply is an award-winning digital transformation firm focused on delivering data-driven enterprise, IT modernization, customer experience, product transformation and digital workplace.

    Through the expertise of their people and power of Microsoft technologies, they provide hyper-scale and agile delivery of unique digital business services, strategic business models, and design-led user experiences.

    Their innovative strategies and solutions securely and rapidly transform the way their clients do business.

    Valorem is looking for a Service lead who will work directly with clients to ensure a smooth flow of requests by effectively managing a team.

    You will be responsible for ensuring policies and processes are followed that are consistent with client expectations and an excellent end-user support experience.

    Responsibilities

    Manage workflow/coverage needs and monitor overall team production, reallocating resources as needed to ensure adherence to SLAs and associated metrics
    Provide escalation support for client services environment, working with complex cases, upset clients, emotional situations, etc. Ability to de-escalate situations as needed and exercise judgment when cases need to be escalated further
    Suggesting new procedures to improve customer service
    Ability and experience building new programs and/or processes from the ground up, implementing, assessing, adapting, and maintaining new processes/programs
    Work directly with project delivery teams to ensure they fully understand their specific obligations for the ongoing delivery of client-funded services including best practices, reporting standards, and efficacy measurements
    Participate in periodic internal service fulfillment process audits and reviews with project delivery teams designed to provide improvement recommendations
    Act as a consulting voice to project delivery teams when incidents and issues occur that introduce potential or actual business risk to the client
    Minimum Requirements

    Bachelor's degree or higher in computer science, engineering, or related field
    6 years of service fulfillment-related work experience in any capacity
    2 years total combined higher education or related work experience
    Preferred Qualifications

    Familiarity with Microsoft Ecosystem
    Familiarity with industry-leading support helpdesk solutions such as (but not limited to) Dynamics 365 for Customer Service, Zendesk, etc
    Familiarity with Azure DevOps as a work management system
    Previous work experience in a consulting environment is a plus

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